Coronavirus (COVID-19) update
Last updated 06/05/2022 at 09:30, last reviewed on 06/05/2022 at 09:30
We are currently dispatching orders approximately 1-2 working days and we send them on a 48 hour service (in the UK).
We are available to answer telephone calls and emails between 10am and 5pm Monday to Friday (UK time).
Shops, Design Museum and Café
All of our locations are open.
Factory tours remain suspended and we have no immediate plans to restart them.
At the time of this update our couriers report that they are continuing to deliver parcels, but they are not offering the usual service guarantees for parcels sent outside the United Kingdom. This means that your parcel may take longer to be delivered once it has left our warehouse, especially if your parcel is being delivered internationally.
We recommend that you check the information on the website of our couriers:
- Royal Mail - https://www.royalmail.com/service-updates
- Parcelforce - https://www.parcelforce.com/service-updates
United Kingdom orders
Please be patient with our couriers, they are sometimes operating at reduced capacity or with drivers who may be on unfamiliar routes. If you receive a notification that your parcel is due for delivery on a specific day, but it does not arrive on that day, please wait until the end of the next working day before contacting us. It is likely that the driver was delayed and your parcel will be delivered on the next working day (Please note: The tracking page may show a delivery attempt even though none was made).
For more information on the steps that our delivery partners are taking with regards to Coronavirus please see their websites:
- Royal Mail - https://www.royalmail.com/coronavirus
- Parcelforce - https://www.parcelforce.com/coronavirus
We are based in the United Kingdom. Due to the Coronavirus pandemic and customs delays in various countries, international parcels may be severely delayed in transit. There are currently significant delays (often in excess of 1 month) to Bulgaria, Czech Republic, Croatia, Estonia, Finland, Greece, Italy, Lithuania, Poland, Portugal, Romania, Slovakia, Slovenia and Spain
Once the order has left our warehouse we cannot provide any more information about the progress of your parcel other than what is shown on the tracking systems of our couriers.
When a delay occurs, it is normal for the tracking information to say "Exported from the UK", or for the last known location to say "Heathrow Worldwide Distribution Centre (HWDC), Langley". Your parcel may have this status for several weeks/months until air freight capacity becomes available for the onward journey. In general, we will not consider an international order to be lost until at least 2 months have elapsed since it was dispatched from our warehouse.
If you place an order for delivery to a country where services are currently restricted, we will hold that order in our system to be dispatched as soon as we are able to.
Your payment card may show an initial pending/shadow payment for up to 5 days from our initial authorisation, but your card will not actually be charged until we dispatch your order.
Per the rules of our payment processor, if we are unable to fulfil your order within 30 days of the transaction, we will be unable to claim the payment. When dispatches are possible for your country, we will contact you by telephone or email to confirm that you still want to complete the order and take payment details again to process the transaction (but we will never ask for your card details by email and please do not send them to us in this way).
You can request that we cancel your order at any time by:
- Replying to the order confirmation email stating that you want to cancel.
- Sending an email to firstname.lastname@example.org with your order number, name and billing postcode.
- Calling us on +44 1433 650 220 and selecting option 1 (subject to our opening times and staff availability).
Please note that if you send us a return, there will be a slight delay in processing the refund. To reduce the risk to our small team, we will leave the parcel untouched for several days from the post mark before checking the contents to ensure that any virus contained on the items within is no longer viable.